Receptionist

Receptionist

Reporting To the General Manager

Purpose of the Role

As the first point of contact for our guests, the Receptionist plays a vital role in creating outstanding first impressions and ensuring every guest receives a warm Robinsons welcome. You will manage guest arrivals and departures, handle enquiries professionally, support reservations and accommodation administration, and work closely with all departments to deliver exceptional guest experiences.

You will be passionate about hospitality, organised in your approach, and committed to ensuring every guest's journey exceeds expectations.

Our Pillars

At Robinsons, everything we do is built around our three pillars:

Delight Our Guests

Deliver friendly, personalised service that creates memorable experiences and encourages guests to return.

Beat Our Targets

Support the commercial success of the business through maximising room occupancy, promoting food and drink sales, and managing bookings efficiently.

Great Place to Work

Build positive relationships with colleagues, communicate effectively, and contribute to a supportive team environment.

Key Responsibilities

Guest Experience

• Welcome all guests in a friendly, professional and engaging manner.
• Manage check-ins and check-outs efficiently and accurately.
• Handle guest enquiries, requests and complaints, ensuring prompt resolution.
• Provide information on rooms, facilities, local attractions and Robinsons products.
• Maintain exceptional standards of customer service at all times.
• Ensure guest feedback is acted upon and communicated appropriately.

Reception & Reservations

• Manage telephone calls, emails and online booking enquiries professionally.
• Process reservations accurately using the hotel booking system.
• Monitor room availability and maximise occupancy opportunities.
• Assist with group bookings, special requests and accommodation packages.
• Ensure guest records are maintained in line with GDPR requirements.
• Process payments and maintain accurate financial records.

Commercial Performance

• Promote accommodation, food, beverage and retail offers to maximise revenue.
• Identify opportunities to upsell bedrooms, dining experiences and additional services.
• Support the delivery of business targets through effective booking management.
• Ensure accurate reporting and communication of occupancy levels and booking trends.

Operational Standards

• Maintain a clean, professional and welcoming reception environment.
• Ensure all cash handling and payment procedures are followed correctly.
• Follow company procedures relating to health and safety, security and guest welfare.
• Support compliance with licensing, data protection and company operating standards.
• Work collaboratively with housekeeping, kitchen and management teams to ensure seamless guest experiences.

What We're Looking For

Essential

• Previous customer service experience.
• Excellent communication and interpersonal skills.
• Strong organisational and administrative abilities.
• Professional appearance and approach.
• Good IT skills and confidence using booking systems.
• Ability to remain calm under pressure and manage multiple priorities.

Desirable

• Previous hotel, hospitality or reception experience.
• Experience using property management or reservation systems.
• Cash handling and payment processing experience.
• Knowledge of the local area and tourism attractions.

What Success Looks Like

You will:

• Deliver a consistently warm and professional welcome for every guest.
• Maintain high levels of guest satisfaction and positive feedback.
• Ensure reservations and guest information are managed accurately.
• Work effectively with the wider team to deliver exceptional hospitality.
• Support the achievement of accommodation and business performance targets.
• Uphold Robinsons standards and values in everything you do.

This role is ideal for someone who enjoys meeting people, takes pride in delivering exceptional guest service, and thrives in a fast-paced hospitality environment.